Customer Service Officer/Executive

2 weeks ago

Singapore Ministry of Law, Singapore Full time

As a Customer Service Officer / Executive, you will be assisting and addressing a wide range of enquiries from members of the public, on matters that fall under the purview of the Ministry of Law. This ranges from insolvency (individual or corporate) to Public Trustee applications, moneylending and pawnbroking, community mediation, legal aid and precious stones, metals/products framework requirements. You are also expected to assist the public with their submissions of online applications. You will also handle backend roles such as responding to requests for call-backs, engaging in live chats or cross-channel related work.
Requirements
Key Competencies
(Customer Service and Case Management) Effectively deliver services, coordinate, and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed.
(Service Quality and Standards) Manage, develop, and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement.
(Service Strategy and Policy Planning) Develop and maintain service-related policies, plans, schemes, and activities to achieve outcomes in line with the service vision.
(Service Workforce Capability Development) Develop the skills and knowledge of the service workforce through various methods of learning and good knowledge management practices.
Personal Traits / Work Experience
Possesses good communication and interpersonal skills; and be citizen oriented.
Possesses good analytical skills, ability, and experience to engage with citizens of different backgrounds and circumstances.
Possesses strong personal drive to excel, and willingness to go the extra mile.
Be an effective team-player.
Must be able to write reasonably well as you are expected to draft responses to public queries.
Be effectively bilingual and articulate in spoken English and a second language when handling members of the public.
Conversant in dialects will be an asset, in view of the demographics of the members of public who MSC assists.
Able to handle projects, multi-task and adaptable.
Proficient in Microsoft Office Applications and IT savvy.
Seniority level
Not Applicable
Employment type
Contract
Job function
Customer Service
Government Administration
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